AccountId: 011433970860
ContactId: ef0a0c31-ecbb-45d2-8356-282a4f2e64bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439059 ms
Total Talk Time (AGENT): 123742 ms
Total Talk Time (CUSTOMER): 104783 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/ef0a0c31-ecbb-45d2-8356-282a4f2e64bd_20250623T15:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from the provider's office, checking up on a claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. Callback number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] South Florida ENT Associates.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mm sure. It's 140792 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yeah, it's missing some digits. Um, can you repeat that number one more time?
[CUSTOMER][NEUTRAL] Sure. It's 1407927. M as in Mike, L as in Lima, and number 8.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure. First name is [PII]. Last name is [PII] date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The service is uh [PII] and the total bill amount is $763 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you said it was [PII]?
[CUSTOMER][NEUTRAL] Yes. Uh, no, no. It's [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We don't have that claim on file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, we have submitted this claim on [PII] [PII].
[AGENT][NEUTRAL] I don't have any pending claims and that claim is not on file.
[CUSTOMER][NEUTRAL] OK. Uh, just a moment, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment, please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, can you tell me, like, normally in how many days you will receive the claim generally?
[AGENT][NEUTRAL] It depends. If you send it by fax, it takes 24 hours, 24 business hours for it to be imaged into the system. If you send it, um, electronic to our website, it just, it's here automatically. Or if you send it um by regular mail, it really depends how long the mail gets here. It could take from 5 to 7 business days to get here, depends on the mail and how far it's coming from.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you provide me the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you today?
[CUSTOMER][POSITIVE] OK. Thank you so much. Can you provide me the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you so much. Can you provide your, uh, can you spell your name, please?
[AGENT][NEUTRAL] Sure, my name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.